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Cross-session memory

Let an agent remember a returning customer across conversations — with the privacy controls and per-person visibility your team needs.

Cross-session memory lets an AI Agent remember useful facts about a returning customer from one conversation to the next — their name, their plan, a preference they stated, the last thing they were working on. The result feels less like starting over every time and more like talking to someone who already knows you.

Memory is off by default. You turn it on per agent, you decide what kinds of things are worth remembering, and you can always see and edit what an agent has remembered about a given person.

What an agent remembers

Memory captures durable facts that help future conversations — not the full transcript of every chat. Think stable preferences and context, such as:

  • Who the person is — the name or account they go by.
  • Stated preferences — language, communication style, the product tier they're on.
  • Useful context — the project, order, or issue they were last dealing with.
  • Facts they've told the agent before, so they don't have to repeat themselves.

Memory is per person, per agent

What one agent remembers stays with that agent and that customer. Memory is never shared across different customers, and one customer's memory is never visible to another.

Turn on memory for an agent

  1. Open the agent and go to its Memory settings.
  2. Switch memory on.
  3. Describe what's worth remembering for this use case — for example, a returning shopper's size and style, or a support customer's product and plan.
  4. Save. From the next conversation on, the agent starts building memory for each person it talks to.

Privacy posture

Memory is built to be transparent and under your control, so it stands up to a privacy review:

  • Off by default — no agent remembers anything about a customer until you explicitly enable memory for that agent.
  • Scoped to one customer and one agent — memory is never pooled across people or shared between agents.
  • Visible — you can open any person's profile and read exactly what the agent has remembered, in plain language.
  • Editable and erasable — you can correct a single fact or clear a person's memory entirely at any time.
  • Covered by your retention controls — remembered facts follow the same data-retention and deletion settings as the rest of your customer data.

Honoring a deletion request

When a customer asks you to forget them, clearing their memory removes the remembered facts immediately, and the next conversation starts fresh — as if it were the first time.

View and edit what an agent remembers

Everything an agent remembers about a person is visible and editable — nothing is hidden.

  1. Open the person from the agent's people or conversation view.
  2. Review the Memory section — each remembered fact is shown in plain language.
  3. Edit a fact to correct it, remove a single fact that's no longer accurate, or clear everything to start that person over.

Changes take effect on the person's next message, so the agent uses the corrected picture right away.

When to use it

Memory shines for agents that talk to the same people repeatedly — returning shoppers, ongoing support customers, members of a community. For one-off, anonymous traffic where no one comes back, leaving memory off keeps things simple and avoids storing anything you don't need.